When a new user requests project entitlements, they are added to the project Group in Bitbucket but they are not added to stash-users Group, which is needed to access the app.

They then have to create a Service Desk ticket to activate their account. This request type is automated, but users often raise a query ticket because they're not aware of the process. This process is in place to reduce the number of inactive accounts because Atlassian charge based on active users.